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Why isn’t my internet working?

If you are experiencing issues with your internet connection try our diagnostics to help fix the problem.

Completing these diagnostics before calling us will hugely speed up your resolution, helping you to get back to business as usual.

1. Try connecting to a different website

It may be that the website you are using is experiencing problems, if you can access a different website this is likely to be the case and not a broadband problem.

2. Check and restart your equipment

Make sure all your power leads are in the right place and securely connected. Disconnect your router from your equipment, reboot the router and reconnect.

3. Connect directly into your router

If you are using the Wi-Fi or a switch disconnect from this and connect your computer or IP phone directly into the router.

4. Check the lights on your router

Make a note of the lights on the router you may be asked to provide this information to our technical team later.

5. Check the telephone line

Your broadband is connected to a telephone line, so if there is a problem with the line this will likely have an impact on the broadband.

Connect an analogue telephone to the master socket and dial 17070 and select option 2 to run a quiet line test. You should hear no crackles/buzzing/etc noises, if you do hear these noises make sure the phone is securely connected into the master socket.

6. Connect to the test socket

If your internet is still not working there may be a problem with the socket. In this case we advise connecting to the test socket which is located within the Master Socket (see images below). Connect your phone and router into the test socket using an ADSL filter.

Once you are connected repeat steps 3 and 5.

7. Check your equipment

If you are still experiencing problems with your internet this could mean a piece of the equipment has been damaged. To rule this out we advise replacing the ADSL cable and ADSL filter. This stage can be a little frustrating, however if a piece of this equipment is damaged unfortunately replacing this is the only way to get the internet working again.

8. Contact our technical team

Once you have completed all these checks, if your internet is still not working contact our technical team on 01934 424070 option 2 or Make sure you keep the results of each check on hand to assist our team.

Uplands Mobiles Ltd are an Exclusive O2 Direct Partner and also a Customer Experience Partner of the Year, awarded by Telefonica for demonstrating an ongoing commitment in providing exceptional customer service and a trusted approach to our customers.

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